I got a personal apology from the head of JetBlue today—and it’s a first step toward regaining my business. JetBlue came up with its own Passenger Bill Of Rights—before Congress—that offers real compensation for messing with customers. A sliding scale of “I’m sorries” from $25 for small delays to round-trip tickets for really blowing it works for me as well.
But more is needed. A surprise. Something delightful, unexpected, generous. Seth Godin thinks a Portlach is in order—a true offering on a grand scale of 40 or 50 tickets to those held hostage in planes last week for hours. Great idea. I like mine better, just because it involves food. Give everyone hurt last week a Harry and David’s basket of fruit. Heck, give everyone who has been on a JetBlue flight in the last year a Harry & David’s basket. That’ll turn around sentiment toward JetBlue immediately.
Any other suggestions?
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